Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
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Mohammed Shahid

Chennai

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

4
4
years of professional experience

Work History

Product Support Analyst

Athena Health
Chennai
06.2021 - 06.2023
  • Provided technical support for software applications and hardware devices.
  • Assisted with troubleshooting and resolving customer inquiries related to product usage.
  • Identified root cause of customer issues and resolved them in a timely manner.
  • Analyzed user requirements, procedures, and problems to improve system performance.
  • Performed testing on products before release to ensure quality assurance.
  • Developed documentation including process flows and help desk manuals.
  • Resolved escalated customer complaints through phone, email, or chat support.
  • Monitored application performance and identified potential areas of improvement.
  • Collaborated with cross-functional teams such as engineering, sales, marketing. to resolve customer needs quickly.
  • Created reports on product bugs and feature requests to inform product development team of necessary changes and improvements.
  • Provided training sessions for customers on the use of new products and features upon release into the market.
  • Proactively identified opportunities for process improvements based on customer feedback and data analysis.
  • Investigated complex problems by consulting internal databases and research materials to provide resolution advice for customers.
  • Responded promptly to customer inquiries regarding product issues or concerns via multiple channels.
  • Maintained knowledge base content related to common customer questions or issues.
  • Performed remote diagnosis using advanced diagnostic tools when required.

SharePoint Developer

CNSI
Chennai
05.2019 - 01.2020
  • Developed SharePoint solutions to improve collaboration and communication between departments.
  • Analyzed business requirements and translated them into functional designs for custom SharePoint applications.
  • Created web parts, workflows, master pages, page layouts, content types, lists and libraries using Visual Studio.
  • Configured and administered SharePoint sites including security settings, site structure and user access rights.
  • Developed custom features using C# and ASP.NET with an emphasis on performance optimization.
  • Implemented Nintex Workflow solutions to automate manual processes within the organization.
  • Migrated existing documents from multiple locations into a centralized SharePoint library.
  • Designed and developed dashboards to provide real-time insights into the organization's KPIs.
  • Integrated external systems with SharePoint through web services to enable seamless data exchange across platforms.

Education

MBA - System Management

University of Madras
Chennai
08-2023

Bachelor of Science - Mechanical Engineering

SRM Easwari Engineering College
Chennai
12.2019

HSC -

S.B.O.A Mat. Hr. Sec School
07-2015

SSLC -

M.C.C Mat. Hr. Sec School
07-2013

Skills

  • Incident Management
  • Application Support
  • System Optimization
  • User Support
  • SLA Management
  • Web Technologies
  • Time Management
  • Hardware Troubleshooting
  • System Administration
  • Escalation Management
  • Security Protocols
  • Remote Support
  • Customer Service
  • Technical Documentation
  • Delivery Management
  • Technical Troubleshooting
  • Application Installations
  • Problem-Solving Abilities
  • Analytical Thinking
  • Interpersonal Skills

Disclaimer

I hereby assure you that the above-mentioned details are true to best of my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Timeline

Product Support Analyst

Athena Health
06.2021 - 06.2023

SharePoint Developer

CNSI
05.2019 - 01.2020

MBA - System Management

University of Madras

Bachelor of Science - Mechanical Engineering

SRM Easwari Engineering College

HSC -

S.B.O.A Mat. Hr. Sec School

SSLC -

M.C.C Mat. Hr. Sec School

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Mohammed Shahid